Articles on: Cancellations and returns

Set up returns and exchanges

Returns let customers ask for a refund or a swap from their own account instead of emailing you. Set it up under Features → Returns and exchanges. Choose how many days they have, what they can get back, and how items come back to you. Requests then arrive in one queue.

What this does

Customers email you to start a return, and you email back an address and a refund answer. This replaces that with a form for them and a queue for you.

You also choose what "what they want back" means. A refund is the expensive answer. An exchange or store credit keeps the money with you.

Before you start

Your plan includes returns. The page tells you if it doesn't.
Shopify has granted Account Editor the returns permission. If not, the page asks you to approve it.
You know your policy: how many days, and whether you refund, exchange, or both.

The workspace

Features → Returns and exchanges has nine tabs. Three get you running.

Setup — What it's for: Return window, eligibility, what customers get back, fees — Needed to start?: Yes
Reasons — What it's for: The reasons customers pick from — Needed to start?: Yes
Shipping — What it's for: How items come back, and return labels — Needed to start?: Yes
Requests — What it's for: Every request and its status — Needed to start?: Where you work day to day
Retention — What it's for: Offers shown when someone starts a return — Needed to start?: Later
Automation — What it's for: Rules that approve or reject for you — Needed to start?: Later
Notifications — What it's for: Emails sent at each stage — Needed to start?: Later
Integrations — What it's for: Connect a carrier for prepaid labels — Needed to start?: Only for labels
Analytics — What it's for: Return rate, and what's driving returns — Needed to start?: Later

Step 1 — Set your return window

On the Setup tab, turn on Turn on return rules.
Enter your Return window (days). Thirty is common.
Choose Window starts from:

Delivery date — The carrier marks the parcel delivered
Fulfillment date — You ship it
Order date — The customer pays

Delivery date is fairest — slow shipping doesn't eat the customer's window.

Select Save.

Optional rules on the same tab:

Require delivery confirmation — Customers can only start a return after the carrier marks the order delivered
One request per order — Limit customers to a single return request per order
Block final-sale items — Items marked final sale can't be returned
Restrict B2B / wholesale orders — Hide returns for wholesale customers
Allow out-of-stock exchanges — Customers can exchange for a variant that's sold out. You'll need to restock it.
Charge restocking fee — Takes a percentage off whatever the customer gets back

Step 2 — Choose what customers get back

This setting decides whether a return costs you money or keeps it.

Stay on Setup and scroll to Resolution options.
Turn on what you want to offer:

Refund to original payment — What the customer gets: Money back on their card — Cost to you: Highest — the sale is gone
Store credit — What the customer gets: Balance to spend later — Cost to you: Low
Store credit + bonus — What the customer gets: Credit plus a percentage on top — Cost to you: Low, and usually wins them over
Gift card — What the customer gets: A gift card for the item's value — Cost to you: Low
Exchange for another item — What the customer gets: A different item instead — Cost to you: Lowest — you keep the sale

Select Save.

Turn on at least one, or customers can't finish a request.

A 10% bonus costs you a tenth of the credit. A refund costs the whole sale.

Turn on Show products to spend the credit on and customers who pick credit immediately see products in their price range. See Offer store credit instead of a refund.

Step 3 — Set your return reasons

Reasons tell you why things come back, which is the data that fixes the cause.

Go to the Reasons tab.
Turn off any that don't fit, or select Add reason to write your own.
Require Photo proof on Damaged and Wrong item.
Turn on Group reasons in the portal so customers see headings instead of one long list.

Step 4 — Decide how items come back

Go to the Shipping tab.
Under Return shipping method, choose one:

Prepaid label — You provide a return label; cost is deducted from the refund
Customer ships it themselves — The customer buys and pays for their own postage
QR code / drop-off — Printerless — customer shows a QR code at a drop-off point

Add your default return address and some package sizes.

Prepaid labels and QR codes need a carrier connected on the Integrations tab. Start with Customer ships it themselves if you haven't got one. See Send return shipping labels.

Step 5 — Add it to your store

Settings alone show customers nothing.

Go to Features. A banner lists any missing block.
Select Add app block, then search for Account Editor.
Add Returns and exchanges (a page in the customer's account) or Request a return (an option in the order's action menu).
Save.

What your customers see

A customer opens their order and selects Request a return. They pick items, a reason, what they want back, and a package size, then submit. They get a confirmation email, then another when you approve, with the address or a label.

If you offer a store credit bonus, they see it as they choose. That's the moment most people switch away from a refund.

Good to know

Never refund in Shopify after Account Editor has already paid. When Account Editor issues store credit, a gift card, or an exchange, Shopify still shows its own "refund owed" banner, because Shopify doesn't know the customer was already paid. Account Editor writes a note on the order saying what was issued. Read it before touching Shopify's refund button — paying twice is the most expensive returns mistake there is.

Rules only apply to orders placed after you save them. Turning on returns today does nothing for yesterday's orders. Test with a new one.

A restocking fee comes off everything — refunds, store credit and exchanges alike. You can change it per request.

Troubleshooting

Customers can't find the return option — Why: The app block was never added — Fix: Go to Features and use Add app block
A message asks for the returns permission — Why: Shopify hasn't granted it — Fix: Select the message and approve it
Customers get stuck on the last step — Why: No resolution is turned on — Fix: Turn on at least one under Resolution options
Old orders show no return option — Why: Rules only apply to newer orders — Fix: Expected. New orders will work.
Nobody can return anything — Why: Require delivery confirmation is on and the carrier hasn't updated — Fix: Turn it off, or wait
Prepaid labels aren't offered — Why: No carrier connected — Fix: Connect one on Integrations
Shopify says a refund is owed — Why: Shopify doesn't know about credit or exchanges — Fix: Read the order note. Don't refund twice.

FAQ

How long should my return window be?

Thirty days is what most shoppers expect. Start the clock from the Delivery date so slow shipping doesn't eat into it.

Can I offer exchanges without refunds?

Yes — turn on Exchange for another item and leave Refund to original payment off. Check your local consumer law first, as some countries require refunds for faulty goods.

What's the difference between store credit and a gift card?

Store credit attaches to the customer's account and applies at checkout. A gift card is a transferable code. Credit is the better nudge because it only works for that customer.

Do I have to approve every return by hand?

No. The Automation tab can approve, reject or flag automatically. Approve manually for a few weeks first, then automate the pattern you see.

Can customers return part of an order?

Yes. They pick individual items and quantities, and can request again later unless One request per order is on.

Updated on: 21/08/2026

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